Case study: QES Group

Founded in October 1991, QES Group has grown to become a prominent integrated solution provider specializing in manufacturing, distribution, and servicing a broad spectrum of inspection, test, measuring, analytical, and automated handling equipment. With an expansive presence across ASEAN countries and China, QES leverages its formidable manufacturing capabilities and extensive distribution network to cater to various sectors including semiconductor, automotive, pharmaceutical, and government organizations. Celebrating more than three decades of operational excellence, QES boasts a significant global footprint, managing an impressive install base of more than 13,800 equipment units.

Challenges faced by QES

QES encountered considerable obstacles in managing its extensive equipment base spread over diverse international markets. The primary challenges included:

• Maintenance and Support: Ensuring efficient and reliable maintenance and support for a vast array of complex equipment posed significant logistical and technical challenges.
• Data Management: The handling of large volumes of service data required a robust system capable of accurate tracking and easy accessibility to maintain quality service records.
• Operational Efficiency: There was a critical need to streamline operations to boost productivity and minimize downtime during equipment servicing.

These challenges highlighted the necessity for a sophisticated solution that could integrate seamlessly with QES’s existing infrastructure while providing advanced functionalities to manage their intricate operations effectively.

Solution: Shepherd CMMS

In 2020, after adopting NetSuite for its ERP needs, QES further enhanced its operational capabilities by implementing Shepherd CMMS to bolster its maintenance and field service management. Shepherd CMMS, being a native NetSuite solution, eliminated the need for extensive integration efforts, thereby simplifying the deployment process. This integration was vital as it enabled QES to maintain a cohesive business operation framework, consolidating all business-related data online in real time—an essential upgrade from their earlier manual systems.

Specific Benefits from Shepherd CMMS

The adoption of Shepherd CMMS introduced several crucial advantages for QES. Three of them turned out to be particularly important:

• Automated Scheduling and Dispatch. This feature allowed for the efficient scheduling of technicians based on their availability, designated service zones, and specific skill sets, with added functionality to modify schedules promptly through a Planner Board.
• Mobile Application Functionality. Technicians gained the ability to access the system remotely via the CMMS mobile app, crucial for real-time and offline data access, especially in regions with unreliable internet connectivity.
• Enhanced Data Management. Custom report generation capabilities provided QES’s management with vital real-time insights into maintenance performance, aiding in strategic decision-making and promoting operational efficiencies.

User experience and customization

The initial phase of implementation presented certain challenges, particularly in adapting the system to align with QES’s specific operational workflows. With approximately 150 licenses issued, there were initial discrepancies in process handling due to the users’ unfamiliarity with the new system. This recognition led to the identification of a need for additional training and system enhancements to improve user experience and functionality. The CMMS system underwent extensive customization to meet QES’s unique operational needs through a process that involved meticulous feedback and adaptations tailored to QES’s requirements.

Cooperation and technical support

The collaboration between QES and Shepherd was characterized by robust support, spearheaded by Shepherd’s Chief Product Officer and her technical team. This support was instrumental in addressing the complex needs of QES, including simultaneous implementations across multiple subsidiaries. Regular meetings and responsive support played crucial roles in resolving initial issues and ensuring that QES could fully leverage the capabilities of Shepherd CMMS.

Practical example: working in remote locations

An example of the true gains from implementing Shepherd, in QES’ case, is the way it helps them handle service jobs in remote locations. Shepherd’s offline capabilities allow technicians to perform service jobs in remote or internet-deficient areas, such as mining sites, by enabling data entry that syncs when connectivity is restored. For instance, technicians working in mining regions or secure semiconductor facilities can use these offline features to maintain seamless operations despite connectivity challenges.

Revisiting business processes

Adapting a comprehensive EAM solution like Shepherd typically necessitates a review of business processes already in place. QES’ case is no exception. Some established procedures needed to be aligned with the software’s standard procedures. This was facilitated by close collaboration with consultants. While some processes had to be modified, QES found the transition manageable thanks to a strong project team familiar with both systems. The team worked together to ensure seamless integration and address any issues that arose.

Ensuring continuous operations

QES has encountered challenges with software updates, particularly when changes in NetSuite affect the integration with Shepherd. These updates have occasionally disrupted operations, requiring extensive testing and coordination to resolve. Despite these challenges, QES maintains close communication with consultants to address issues promptly and ensure the smooth functioning of their service operations, emphasizing the importance of stability in software integrations.

The commitment to continuous improvement is evident in QES’s proactive approach to software updates and system enhancements. By assembling a dedicated team from various departments, including IT, SCM and service management, QES ensures that any disruptions are swiftly managed, minimizing impact on operations and customer satisfaction.

Conclusion

The adoption of Shepherd CMMS has proven to be a pivotal decision in the evolution of QES’s operational capabilities. By integrating Shepherd CMMS, QES effectively addressed its primary challenges related to maintenance and support, data management, and operational efficiency. The implementation of Shepherd CMMS facilitated streamlined scheduling, enhanced data accessibility, and improved remote operations, boosting overall productivity.

QES’s experience with Shepherd underscores the importance of choosing a solution that not only fits in well with existing infrastructure but also offers robust support and customization options. The collaborative efforts between QES and Shepherd’s technical team played a crucial role in overcoming initial implementation challenges and tailoring the system to meet QES’s specific needs.

As QES continues to expand its operations and refine its systems, the ongoing enhancements to Shepherd CMMS are expected to further bolster QES’s commitment to excellence in service and maintenance operations across its extensive customer base.